From 204d6474a376cfe6dc052d46e663a7ac9c03a6c5 Mon Sep 17 00:00:00 2001 From: Copple <10214025+kiwicopple@users.noreply.github.com> Date: Tue, 8 Mar 2022 13:57:42 +0100 Subject: [PATCH 1/2] Adds a basic SLA --- web/docs/company/sla.md | 43 +++++++++++++++++++++++++++++++++++++++++ 1 file changed, 43 insertions(+) create mode 100644 web/docs/company/sla.md diff --git a/web/docs/company/sla.md b/web/docs/company/sla.md new file mode 100644 index 00000000000..5b376e53b66 --- /dev/null +++ b/web/docs/company/sla.md @@ -0,0 +1,43 @@ +--- +id: sla +title: Service Level Agreement +--- + +The following Service Level Agreement, which is incorporated into and forms part of the Subscription Agreement between Supabase, Inc. ("Supabase") and Customer (the "Agreement"), will apply to the Services for Enterprise Customers specified in an Order Form during the applicable Subscription Term: + +## 1. Uptime Commitment + +Supabase will provide Actual Availability for at least ninety-nine and nine tenths percent (99.9%) of the total time in each calendar month during the Subscription Term, as measured by Supabase (the **"Uptime Commitment"**). + + +## 2. Service Credits. + +If the Uptime Commitment is not met during any particular calendar month during the Subscription Term, then Customer will be eligible for a service credit ("Service Credit"), provided that Customer reports to Supabase such failure to meet the Uptime Commitment and requests such Service Credit in accordance with this Exhibit. The amount of any Service Credit due hereunder shall be calculated as follows: +X * Y, where X = the total fees due from Customer to Supabase for the affected Services for the relevant calendar month (regardless of when billed or payable), and Y = the Credit Percentage corresponding with the Actual Availability provided (as a percentage of total time) for the relevant calendar month, as set forth in the table below. + +| Actual Availability | Credit Percentage | +|----------------------------------------------------|-------------------| +| Less than 99.9% but greater than or equal to 99.0% | 10% | +| Less than 99.0% but greater than or equal to 98.0% | 15% | +| Less than 98.0% but greater than or equal to 96.0% | 20% | +| Less than 96.0% | 30% | + +## 3. Credit Requests and Payment. + +To request a Service Credit, Customer must send an email to Supabase at support@supabase.io within thirty (30) days of the end of the month in which the Uptime Commitment was not met. Customer must include either its account ID or registered email address, and the previously reported dates and times that there was no Service Availability. If Supabase confirms that Customer is eligible for a Service Credit, Supabase will issue a credit to Customer’s account within thirty (30) days. Service Credits are not refunds, cannot be exchanged into a cash amount, and may only be used against future billing charges. Except as set forth in Section 4 below, the Service Credits shall be Customer’s sole and exclusive remedy, and Supabase’s sole and exclusive liability, for any failure by Supabase to meet the Uptime Commitment. + +## 4. Definitions. + +All capitalized words used but not defined in this Service Level Agreement have the meaning set forth in the Agreement. + +### 4.1 Scheduled Availability + +"Scheduled Availability" means the time, in minutes, that the applicable Services are generally accessible and available to Customer’s Permitted Users. + +### 4.2 Unscheduled Downtime + +"Unscheduled Downtime" means the time, in minutes, that the applicable Services are not generally accessible and available to Customer’s Permitted Users, excluding inaccessibility or unavailability due to Customer’s or Permitted Users’ acts or omissions, force majeure events, scheduled maintenance disclosed with at least 24 hours’ notice by email, hacking or virus attacks, or reasonable emergency maintenance. + +### 4.3 Actual Availability + +"Actual Availability" means Scheduled Availability less Unscheduled Downtime. From c339171c6ce414b7b2504245e7abd585911f355f Mon Sep 17 00:00:00 2001 From: Copple <10214025+kiwicopple@users.noreply.github.com> Date: Tue, 8 Mar 2022 14:53:45 +0100 Subject: [PATCH 2/2] Adds support SLA --- web/docs/company/sla.md | 60 ++++++++++++++++++++++++++++++++++++----- web/sidebars.js | 1 + 2 files changed, 54 insertions(+), 7 deletions(-) diff --git a/web/docs/company/sla.md b/web/docs/company/sla.md index 5b376e53b66..91de7291619 100644 --- a/web/docs/company/sla.md +++ b/web/docs/company/sla.md @@ -5,12 +5,13 @@ title: Service Level Agreement The following Service Level Agreement, which is incorporated into and forms part of the Subscription Agreement between Supabase, Inc. ("Supabase") and Customer (the "Agreement"), will apply to the Services for Enterprise Customers specified in an Order Form during the applicable Subscription Term: -## 1. Uptime Commitment +## Platform +### 1. Uptime Commitment Supabase will provide Actual Availability for at least ninety-nine and nine tenths percent (99.9%) of the total time in each calendar month during the Subscription Term, as measured by Supabase (the **"Uptime Commitment"**). -## 2. Service Credits. +### 2. Service Credits If the Uptime Commitment is not met during any particular calendar month during the Subscription Term, then Customer will be eligible for a service credit ("Service Credit"), provided that Customer reports to Supabase such failure to meet the Uptime Commitment and requests such Service Credit in accordance with this Exhibit. The amount of any Service Credit due hereunder shall be calculated as follows: X * Y, where X = the total fees due from Customer to Supabase for the affected Services for the relevant calendar month (regardless of when billed or payable), and Y = the Credit Percentage corresponding with the Actual Availability provided (as a percentage of total time) for the relevant calendar month, as set forth in the table below. @@ -22,22 +23,67 @@ X * Y, where X = the total fees due from Customer to Supabase for the affected S | Less than 98.0% but greater than or equal to 96.0% | 20% | | Less than 96.0% | 30% | -## 3. Credit Requests and Payment. +### 3. Credit Requests and Payment To request a Service Credit, Customer must send an email to Supabase at support@supabase.io within thirty (30) days of the end of the month in which the Uptime Commitment was not met. Customer must include either its account ID or registered email address, and the previously reported dates and times that there was no Service Availability. If Supabase confirms that Customer is eligible for a Service Credit, Supabase will issue a credit to Customer’s account within thirty (30) days. Service Credits are not refunds, cannot be exchanged into a cash amount, and may only be used against future billing charges. Except as set forth in Section 4 below, the Service Credits shall be Customer’s sole and exclusive remedy, and Supabase’s sole and exclusive liability, for any failure by Supabase to meet the Uptime Commitment. -## 4. Definitions. +### 4. Definitions All capitalized words used but not defined in this Service Level Agreement have the meaning set forth in the Agreement. -### 4.1 Scheduled Availability +#### 4.1 Scheduled Availability "Scheduled Availability" means the time, in minutes, that the applicable Services are generally accessible and available to Customer’s Permitted Users. -### 4.2 Unscheduled Downtime +#### 4.2 Unscheduled Downtime "Unscheduled Downtime" means the time, in minutes, that the applicable Services are not generally accessible and available to Customer’s Permitted Users, excluding inaccessibility or unavailability due to Customer’s or Permitted Users’ acts or omissions, force majeure events, scheduled maintenance disclosed with at least 24 hours’ notice by email, hacking or virus attacks, or reasonable emergency maintenance. -### 4.3 Actual Availability +#### 4.3 Actual Availability "Actual Availability" means Scheduled Availability less Unscheduled Downtime. + +## Support + +Supabase Support Service Level Agreements. + +### 1. Urgent + +**Critical Issue** + +Defect resulting in full or partial system outage or a condition that makes Supabase unusable +or unavailable in production for all of Customer’s Users. + +### 2. High + +**Significant Business Disruption** + +Issue resulting in a situation meaning major functionality is impacted and +significant performance degradation is experienced. Issue impacts significant proportion of user base and / or major +Supabase functionality. + +### 3. Normal) + +**Minor Feature or Functional Issue / General Question** + +Issue results in a component of Supabase not +performing as expected or documented. An inquiry by a Customer representative regarding a general technical issue +or general question. + +### 4. Low + +**Minor Issue / Feature Request** + +An Information request about Supabase or feature request. + +## Target response times + +| Severity Level | Standard | Priority | Priority Plus | +|----------------|--------------------------------------------|----------------------------------|-----------------------------------| +| 1. Urgent | 1 business hour
24/7 × 365 | 1 business hour
24/7 × 365 | 1 business hour
24/7 × 365 | +| 2. High | 4 business hours
Monday - Friday | 2 business hours
Monday - Friday | 2 business hours
24/7 × 365 | +| 3. Normal | 1 business day
Monday - Friday | 1 business day
Monday - Friday | 12 business hours
Monday - Friday | +| 4. Low | 2 business days
Monday - Friday | 2 business days
Monday - Friday | 1 business day
Monday - Friday | + + +Business hours are from 6am to 6pm (local time), except where otherwise stated. \ No newline at end of file diff --git a/web/sidebars.js b/web/sidebars.js index f2a1ac8961e..f78717a5d1e 100755 --- a/web/sidebars.js +++ b/web/sidebars.js @@ -210,6 +210,7 @@ module.exports = { 'company/terms', 'company/privacy', 'company/aup', + 'company/sla', ], }, ],